Consumer Complaint Data: December 31, 2019

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) from calendar year 2015 through 2019.

Cases Received from Consumers -Chart 1 shows the total number of cases received by the Customer Assistance Group and a breakdown by case type. Some cases are simple inquiries; others are complaints. An inquiry is the result of a consumer calling the CAG Tier 1 Call Center. A complaint is a written expression of dissatisfaction. An appeal is a rebuttal of CAG’s decision to the consumer’s written complaint.

Complaints by Major Product -Chart 2 shows the distribution of complaints by the major products offered by most national banks and federal savings associations. Approximately half of the complaints in the Other category were referred to the appropriate regulatory agency.

Reimbursements to Customers of National Banks and Federal Savings Associations -Chart 3 shows the total volume of funds that customers of national banks and federal savings associations have been reimbursed, by calendar year.

Cases Received from Consumers

Cases Received from Consumers

Year

Complaints

Inquiries

Appeals

Total Cases

2015

22,498

19,416

1,016

42,930

2016

22,142

18,481

877

41,500

2017

20,038

16,700

658

37,396

2018

22,195

16,489

796

39,480

2019

21,836

13,958

1,239

37,033

Complaints by MajorProduct

Complaints by Major Product

2015

2016

2017

2018

2019

Credit Card

3,060

3,390

3,757

4,876

4,446

Checking Account

5,050

5,417

5,170

5,613

5,898

Mortgage

5,384

4,750

2,858

2,707

2,436

Consumer Loans

405

461

409

424

519

Time Deposits

409

795

419

440

581

Other

8,190

7,205

2,759

2,957

3,064

Total

22,498

22,018

15,373

17,017

16,944

Reimbursements to Customers of National Banks and Federal Savings Institutions

Reimbursements to Consumers of National Banks and Federal Savings Institutions